Daily Briefing Live – May 28, 2020

Key Resources Mentioned in Today's EpisodeRev Cycle Intelligence Article: 1 in 5 Hospital Execs Expect Revenue Declines of Over 30% in 2020Key TakeawaysTransitional MessagingWe're seeing a shift from safety messaging to communications about accessing care in a post-COVID-19 world.There's a lot of fear from clinicians and administrators to make up lost time from a revenue standpoint and get people the care they need.Timeline for Transitional MessagingThe next narrative health systems and providers should be conveying:It's safe to come back to healthcare.You should be getting the healthcare you need.Here are the specific service lines that are open and available now.We're going to move forward with reassurance messaging in the current market and evaluate every 30 days so that we can continue to be agile in our communications.Scenario Planning for a Resurgence  We're looking at multiple scenarios with our clients. We're asking:What happens if cases spike in the summer?What happens if cases drop?  What happens during the flu season?In some cases, we're using the same overarching brand campaign construct focused on personal safety, staying indoors, and wearing masks.  Positioning MessagingWe're looking back and using successful past campaigns and putting the focus of the messaging on the community and off of us.We want to position our clients as leaders through a campaign that can not only be good for now but can also carry them through 2020 and 2021.Channel EngagementProvide a Q&A or some mechanism for people to be able to come in and ask questions.Virtual care and telemedicine are going to play a big part in this as well. We want to make sure that we are connecting to audiences looking for care in that modality.Transitional Messaging in LeadershipLeadership has been remarkably on board and enthusiastic about connecting and becoming more trusted by consumers and patients in the community.Tracking the NarrativeWe should focus on patient retention and getting the individuals whom we already know need care.As we step up as community leaders, this is an opportunity for patient acquisition.We're going to focus on how people are coming to visit the resources that we are providing. You should ask yourself:What kind of questions are they asking?What is the volume of questions we're getting through some of those channels?We are creating individualized URLs so that we can see from a digital standpoint what is working well with consumers.